Senior Merchant Services Manager

Paysafe is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 29 years of online payment experience, an annualized transactional volume of $152 billion in 2024, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in 48 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

As the Senior Merchant Services Manager of our Enterprise Services Support team, you will be an important representative and ambassador of the company brand, by providing exceptional levels of support, expert guidance and service. You will be serving both our Enterprise customer base as well as internal departments. 

What to expect:

• Lead the Merchant services team on day-to-day team activities included but not limited to, capacity planning and resource allocation, service reviews.
• Take ownership of prioritized cases and task in support of the servicing organization until complication.
• Assist manager and SLT in handling escalated technical matters and be the owner till resolution.
• Be a source of expertise to Enterprise clients by providing guidance on how to best use our technology that ensures the best experience and results for our merchants
• Maintain and monitor KPI framework ensure production of metrics and qualitative insight for ongoing and monthly insights reporting.
• Support the establish and drive the implementation of procedures / processes across client services, as needed, to maximize effectiveness, quality and customer centricity within our service offering.
• Maintain operational procedures, evaluate reporting needs and revise, as necessary.
• Maintain ownership of assigned client issues to completion and customer satisfaction. (full ownership to completion)
• Additional coaching ,training and mentoring given accordingly, empower and develop the team. Be able to work with the team members to identify strengths and weaknesses and provide constructive and relevant feedback to aid their career growth.
• Ensure team are up to date with Paysafe product launches and updates and aware of industry trends and updates.
• Foster a collaborative mind set working with internal and external stakeholders to provide world class service and identify efficiencies.
• Support operation architect to create business case, improve and enhance Paysafe product offerings through merchant experience and feedback.
• Troubleshoot and resolve technical issues related to Paysafes’ applications and systems. 
• Be a part and manage the out of hours on call team. 

To be successful you need to have:

• 3-5 years’ experience managing a technical support team with a track record of achieving KPIs, SLAs and 24/7 support
• Solid understanding and hands on experience with major Internet protocols and languages: HTTP, HTML, Web Services, XML, REST, JSON
• Familiarity with web-based applications and e-commerce principles
• Knowledge of Responsive Design, CSS, Webhooks, and Callbacks
• Working knowledge of both Windows and UNIX operating systems
• Fluent English

We offer in return:

• The opportunity to write the history of a leading and growing multinational company
• Tailor-made training and ongoing development to help you enhance your skills in the field of online payments
• Multiple career progression opportunities in a dynamic in-house business
• Environment where product expertise, professional and personal commitment are rewarded
• Competitive remuneration and social benefits package (25 days annual paid leave, 4 days paid volunteering time a year through our Paysafe Giving initiative, health insurance, sports card, team events, company discounts, variety of soft skills, business and technical training programs)
• Fun and collaborative working atmosphere
• Flexible working model - we encourage our employees to embrace our flexible working approach. You will be expected to work from home and spend an average of three days a week at our Sofia office as part of our hybrid work model

Are you ready to take your career to the next level? Join our team that is inspired by a unified vision and propelled by passion.

Send your CV in English.

Only shortlisted candidates will be contacted for an interview.

Wondering how our interview process looks like now? Learn more here: https://bit.ly/paysafeinterviews

Equal Employment Opportunity

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment.  If you need any reasonable adjustments please let us know.  We will be happy to help and look forward to hearing from you.